Carpenters Group Reviews 

Communication at first wasn't good, assigned new case worker Ian Anderson,what a difference,my emails were answered within 24hrs,didn't mind me phoning him, good advice given through the process which included medical appointments and care he done a great job on my behalf.
Thanks to Ian should all be settled in a few weeks.

Ian was absolutely fantastic. Gave 4 stars as unfortunately i didn't have the same experience with his other colleagues before him.However, once my case got passed onto Ian it was plain sailing from there. He was always very informative, gave great advice, and kept me in the loop. I am happy with the result he managed to get for me.

Excellent service
Kept informed on my claim
Successful outcome
Chloe Hellon your a credit to your firm

Absolutely amazing Ryan was lovely and always kept me up to date 10/10 service

It was long but great result for my claim. I received £9220 cheque from you. Great news at the end. Special thanks for Samantha Henry..! You were very helpful and patient from the beginning to end with excellent communication.

Thank you.
Ismail

Very good service at the outset immediately following the collision in September 2023 where I was knocked off my road bike by a car user.
They were a few issues with Doctors Chambers early on, especially with mix ups over appointments and duplicated correspondence.
Things then got on track again but then after mid July 2025 there appear to be some drift in dealing with the case.
However since Nikki Naylor took over in late 2025, things started to get moving again and I felt put in the picture more, and certainly in the last 3 months leading up to the settlement Part 36 Offer there has been regular, clear and concise engagement to then reach a speedy conclusion.

My experience was great. Emma Moore took over my non fault car accident case. She was so reassuring and supportive. She worked hard to chase everything up. I’m so grateful to Emma for taking off the stress of the claim. Thank you Emma, you’ve been fantastic.

Bethany Cronin was incredible when she took on our case. Previously, it had been passed around to over 5 different people and not much happened. However, When Bethany got the case, she made things actually happen and was helpfuk, professional and accessible. Would highly recommend using Bethany Cronin again.

Great service, fast and responsive. Hassle free.

I was knocked off my motorbike in a hit and run. No time was wasted in me recieving my claim, James Bowes who handled my case was very professional, although communications with the MIB can be quite slow and stressful at times, James was always on the ball and the only time I was waiting was waiting to hear back from thd MIB. My claim was settled fairly.

Carpenters were appointed by Quote Me Happy (Aviva)to recover my uninsured losses after I was hit by a drunk driver in October 2020. To say that Carpenters have been awful would be an understatement. I have had numerous handlers for my case. The last update I had was August 2025 when they confirmed they had made an error regarding my medical evidence. I have raised two complaints, both of which have produced a letter of apology and an offer of £75 compensation!!! In desperation I have recently contacted the Courts regarding my case, and it seems that I was out of time to bring my claim in October 2025. I have raised a further complaint with Carpenters Group to try and get a response from someone. To date I have just had the usual complaint acknowledgement. I have submitted a Subject Access Request, which has not been complied with. I am now seeking legal advice to bring a lost opportunity claim against Carpenters Group. I will also be reporting the matter to the Solicitors Regulation Authority, Legal Ombudsman and Information Commissioner's Office. I have also complained to Quote Me Happy as the legal expenses policy they sold me is not fit for purpose. I will be contacting the Financial Conduct Authority regarding this. This matter has caused me six years of hell. My metal health has deteriorated due to the incompetence of Carpenters. At a time of needing help, I have been ignored and given no help at a very stressful time. I will also be contacting the press regarding the practices of Carpenters Group as from the research which I have done I am most definitely not alone. Do not use Carpenters Group.

I knew like most people that after my accident the process of making a claim for my injuries wouldn’t be easy. Especially when my injuries were numerous.
Hastings direct put me in touch with Carpenters group and my advisor James Bowes.
I can not tell you how happy I am with the outcome. James was very professional and courteous at all times. I was hoping to avoid this going to court and thankfully it never came to that.
Once again thanks James for all your work and help.
Shane.

Awful service, awful communication- wouldn't recommend at all. If I could leave zero stars i would.

They've been handling a claim on behalf of my mum, who passed away 3 years ago, and they still cant get back to me within a decent time frame. Instead I am expected to waste my time sat on hold and sending repeated emails without any acknowledgement

I know they wont even bother to respond to this review either.

This company is ridiculous- if youre recommended to use them, dont, just avoid them at all costs

Please if you have a car accident and your insurance company says they are going to use this company. Tell them No way.
I had my accident claim in 2024 and it’s still not resolved and trying to get hold of this firm is like winning the lotto, never going to happen. Seems Esure and Carpenters are well matched for being almost useless. Makes me wonder if they are run by the same umbrella companies.

But rant over please don’t use these people they are simply no good.

Carpenters Ref. SOU0895/40068. Already sent Email to your email. And no reply.

Mark R

I emailed Carpenters four times over four different months and did not get a reply. Upon making an official complaint regarding lack of communication, I then got a response which said they partially upheld complaint (partially I believe since I did get some communication, after my complaint). Since the case was still open after one year, I then made a separate complaint relating to that, they replied I was making a duplicate complaint referring to the same matter. When I pointed out it was a separate matter regarding lack of progress and delay, they accepted that and acknowledged there had been periods of inactivity on my case and upheld the delays complaint. They have assured me that between the legal team and complaints them, I should see a 'marked improved level of service'.

2 years on and my daughter's claim (non fault) is still not settled. Waiting for injury compensation which they said would take 4 - 6 weeks (from May 2026). Constant ignored emails. This was a very straightforward claim. Very poor service.

UPDATE: this email address below (after emailing them) have emailed my daughter and copied in the claim handler. Brilliant... this is the person that is ignoring all the emails and yes no surprise still no reply from the claim handler.

2nd UPDATE...Still no response. Please can I have the details to log a FORMAL COMPLAINT?

Carpenters solicitors were very true to there word kept me up to date with my claim made everything easy for me and very professional I would recommend to anyone you won’t be disappointed by there articulate and professional advice and help

Just had confirmation that a settlement has been agreed for my PI claim following an RTC in 2022. Zoe Platt-Scarce has been fantastic at keeping me updated and informed since taking over my case. Great service throughout – thank you, Zoe!

Very professional, always quick to respond and explain anything that I didn't understand
Always have clients best interests at heart
Great company

Great communication, very friendly, helpful and knowledgeable solicitors.